Solved

Export grayed out even on paid account

Forum|Forum|1 year ago
September 2, 2024
12 replies
801 views

I have an individual plan, and have been using LucidChart just fine. Today I was trying to export a document to PDF and suddenly the whole export function is grayed out for me; in fact, the only available options from the File tab for me are Save, Convert to template, Remove from starred, Show revision history, and Settings. What’s going on? Anybody have an idea?

Best answer by Zuzia S

Hi @eolica,

Thanks for your post! Could you please try the following in order for us to narrow down the issue?:

Try the export in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.
Sometimes issues like this can be related to internet connection speed or network security. Please try the export again on another network, ensuring that you are on a strong, stable connection.

If none of these tips help, could you please send the following information?:

A screenshot of any error messages or pop-ups that appear when you attempt to export.
A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a Windows/Linux) OR Cmd+Opt+J (if your computer is a Mac).
A temporary Support PIN for this document? This will allow me to take a closer look at the issue you’re experiencing. For more information on generating a Support PIN, check out this Help Center article.

Cheers!

Humas1985

Lucid Legend Level 10

Hi @eolica

The "Infinite Canvas" setting can sometimes cause issues with exporting because it can create documents that are too large or undefined in size, which might interfere with the export process.

Toggling it off could potentially resolve the problem - Kindly give a try and let us know.

Export or print a Lucid document – Lucid

Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards

Huma || Lucid Legend

Zuzia SAnswer

Lucid community team

Hi @eolica,

Thanks for your post! Could you please try the following in order for us to narrow down the issue?:

Try the export in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.
Sometimes issues like this can be related to internet connection speed or network security. Please try the export again on another network, ensuring that you are on a strong, stable connection.

If none of these tips help, could you please send the following information?:

A screenshot of any error messages or pop-ups that appear when you attempt to export.
A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a Windows/Linux) OR Cmd+Opt+J (if your computer is a Mac).
A temporary Support PIN for this document? This will allow me to take a closer look at the issue you’re experiencing. For more information on generating a Support PIN, check out this Help Center article.

Cheers!

B

beckyzhou82

I face the same issues, I have a single user paid account, and after exporting the file once, then I can’t export it again. The Export icon is Grey Out.

Zuzia S

Lucid community team

Hi @beckyzhou82, thank you for chiming in and I am sorry that you are encountering this issue!

Could you please let me know whether you have tried the troubleshooting steps mentioned above?

Exporting in a Chrome Incognito browsing session
Exporting again on another network

If these do not solve the issue, could you please provide the following information?

A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a Windows/Linux) OR Cmd+Opt+J (if your computer is a Mac).
A temporary Support PIN for this document. For more information on generating a Support PIN, check out this Help Center article. You can safely share it in this thread as this is for internal use only.

Thanks for your help and patience!

A

AndyR

I’ve exactly same issue. Paid account can’t export anything, my menu look right like the above screenshot.

Zuzia S

Lucid community team

Hi @AndyR, thank you for your post and I am sorry that you are encountering this issue as well! Could you please let us know whether you have tried the troubleshooting steps mentioned above? These will help us to rule a few things out.

Exporting in a Chrome Incognito browsing session
Exporting again on another network

If these do not solve the issue, could you please provide the following information?

A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a Windows/Linux) OR Cmd+Opt+J (if your computer is a Mac).
A temporary Support PIN for this document. For more information on generating a Support PIN, check out this Help Center article. You can safely share it in this thread as this is for internal use only.

Thanks again for your help and patience!

P

ponch

Same issue, I assume the same process to open a support ticket? At some point, wouldn’t it be better to solve here?

Zuzia S

Lucid community team

Hi @ponch, thank you for chiming in and I am sorry that you are experiencing this too!

Before filing a ticket, would you mind confirming whether you have tried all of the troubleshooting steps mentioned above, including exporting in a Chrome Incognito browsing session as well as on another network?

If these do not solve the issue, could you please provide the following information?

A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a Windows/Linux) OR Cmd+Opt+J (if your computer is a Mac).
A temporary Support PIN for this document. For more information on generating a Support PIN, check out this Help Center article. You can safely share it in this thread as this is for internal use only.

We appreciate your patience and collaboration!

A

adore

I’m experiencing the same issue. I tried toggling off infinte canvas and also opened an incognito browser but the export button is still greyed out. I have more options though than others (not greyed out) - just not the ability to export.

Gordon

Lucid product team

I’m experiencing the same issue. I tried toggling off infinte canvas and also opened an incognito browser but the export button is still greyed out. I have more options though than others (not greyed out) - just not the ability to export.

When you hover the disabled export menu item, does it show a tooltip explaining why it is disabled?

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